Report on case first update

[Scotty88]

Is it possible with standatf reporting (not PA) to create the following report?

- the average time it takes to first update a Case that a customer logs? Need average time over the past month, 3 months and 6 months.

[Hayo Lubbers]

Hi @Scotty88 ,

You can have a look at the metrics and metrics definition, maybe this delivers the answer(s) you're looking for?

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/use/reporting/concept/c...

If not, you can define them for the future and start creating the desired data.

Another option, not all updates but assignment related, is the SLA Breakdown definition(s) : https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

If you currently don't have anything, you could define an SLA to measure the first response, which runs until the first update is done. Then you can measure it via the SLA's.

Hope this helps,

Hayo

[Tai Vu]

Hi @Scotty88 

Is it possible with standatf reporting (not PA) to create the following report?

Yes, it's definitely possible to create a report with average duration statistics using standard reporting (not PA). You can find several OOTB ones available at the following URL:

https://<instance_name>.service-now.com/sys_report_list.do?sysparm_query=titleLIKEaverage

Regarding your second question, could you please share the definition of "the average time it takes to first update a Case"? Alternatively, is there anywhere in your instance that stores this type of information, such as SLA Response or something similar?

Cheers,

Tai Vu

[Mark Manders]

No, not unless you have a way to record that first update. How do you measure that? Is it the first comment, the assigning, setting of priority?

If you know this last part, you can create metric definitions for it, to measure the time between created and that first update (there are OOB examples on your instance). When you have these, you can report on the metric instances created from this metric.

Here it is the same as with PA: it will only be reportable after you defined it, so it will take a month, 3 months and 6 months of data gathering before you have it. With a bit of luck you are looking at a state change or assigning change to define the 'first update' and the definition already exists, but you will have to check on that.